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Réponse de Flooring Hut

7 juil. 2025

Your feedback made our day—thank you for choosing Flooring Hut!

Réponse de Flooring Hut

7 juil. 2025

Thanks so much for the lovely review! We’re really glad we could step in and help after you were let down elsewhere. It’s great to hear the flooring arrived quickly and that everything went smoothly. We always aim for great communication and competitive prices, so it’s fantastic to know that came through. Thanks again for choosing Flooring Hut – we look forward to helping you again soon!

Réponse de Flooring Hut

7 juil. 2025

Thanks so much for your lovely review! We totally understand being cautious when ordering from somewhere new, so we’re really glad your experience with Flooring Hut put those worries to rest. It’s great to hear the advice, service, and delivery all hit the mark. We’d be more than happy to help you again anytime – thanks again for the kind words and support!

Réponse de Flooring Hut

7 juil. 2025

We are glad Flooring Hut could make your experience a great one. Thanks again!

Réponse de Flooring Hut

Actualisé le 7 mai 2025

Hello Robert.

Thank you for your review.

As founder and CEO of Flooring Hut, I take a great interest in the rare instances where customers have felt our service has been less then excellent.

Accordingly, I have looked into your specific order history. What I have uncovered has disturbed me.

Specifically, YOUR BEHAVIOUR towards my staff and others!

As the retailer we dutifully followed every step of the agreed process in getting to the bottom of whether there was a manufacturing fault with your Polyflor flooring.

Specifically, I refer to the following statement from Polyflor:

"The lab results have concluded that the material has met the required specification and therefore no product defect was found."

In regards to YOUR BEHAVIOUR towards my staff and others, I would like to point out that Flooring Hut received the following in a written statement from a third party company:

"We have also had relentless emails both through our rep [name] and our technical email address to the point where we have had to instruct [name] to block his number / email address as he continues to send messages throughout the day, evenings & weekends about conspiracy theories on topics such as Covid etc that are unrelated to the flooring issue."

THE FACTS

In their report Polyflor state:

"We were informed that the flooring contractor used Uzin KE49 HT adhesive to bond the tiles, which we do not recommend as this does not appear on our approved adhesive list."

You DID NOT purchase the adhesive that was used in your installation from Flooring Hut.

The report from Polyflor goes onto to state:

"We obtained samples directly from the end user during the site visit and sent them to our labs to test the material for squareness, straightness, and dimensional stability to determine if the material meets the required specification based on the reported issues.

The lab results have concluded that the material has met the required specification and therefore no product defect was found.

Issues of this nature are particularly attributable to either insufficient conditioning of the product during the installation period or a subsequent failure of the adhesive bond. Vinyl, regardless of type or manufacture will expand and contract when subjected to temperature fluctuations, hence the need for the material to be fully adhered.

It is vital that the planks are conditioned and installed at the correct temperature and for the correct period of time until the adhesive achieves adequate bond strength. It is equally important that the correct adhesive is used for the particular installation environment.

If the aforementioned procedure has been complied with then the reason for the lipping / gapping would commonly be attributable to adhesion related factors. If the material was fully adhered and the adhesive was performing correctly this should prevent any movement of the material.

The only period of time when the material may expand, or contract is whilst the adhesive reaches adequate bond strength (hence the need for correct conditioning of the material). Should thermal contraction or expansion occur after the adhesive has cured, then either the adhesive is unsuitable for the particular environment, has been incorrectly applied or has failed to perform as it should.

Furthermore, we have investigated the batch (CN2905019C) used in the installation and to date have sold batch 2605m2 without any reported issues.

Given the information provided, we believe that the material supplied is of standard manufacture and that the issues being experienced are due to factors beyond our control."

Kind regards, Paul Brewster CEO, Flooring Hut Ltd.

Réponse de Flooring Hut

7 juil. 2025

Thanks so much for taking the time to share your experience! We're really glad you found Flooring Hut through your search and that our pricing and reviews gave you the confidence to give us a try. Sorry again for the hiccups with the damaged packs – but we're so pleased to hear Jack was able to keep you informed and make things right without any stress. Great to know the final delivery arrived safely and worked out well timing-wise. We really appreciate the recommendation and hope you enjoy your new Karndean flooring! Let us know if we can help with anything else down the line.

Réponse de Flooring Hut

Actualisé le 29 avr. 2025

Hello Stuart.

Thank you for your review and for providing further information. I have looked into your order.

After investigating it transpires that due to errors by our distributor partner TradeChoice Carpet & Flooring there were delays in the receipt of your order.

I apologise for their errors in handling your delivery efficiently and effectively.

I believe we have previously refunded you the delivery charge applied to your order as a gesture of goodwill from Flooring Hut.

I have provided feedback to TradeChoice Carpet & Flooring in respect of their errors in the handling of your delivery.

Kind regards, Paul @ Flooring Hut.

Réponse de Flooring Hut

Actualisé le 16 avr. 2025

Hi.

Thank you for your review.

It is in our interests that each delivery is made correctly and to the full satisfaction of the customer.

On this occasion I can see that the delivery driver called you before arrival and was given permission by you to leave the goods in your designated (external) location. Photos of the carpets were taken by the driver upon delivery. Showing all to be in perfect condition.

Secondly, we always advise that customers are either themselves present or arrange for somebody to be in at the delivery address on the day. This way you can quickly and easily check the condition of the carpets on delivery.

Kind regards, Paul @ Flooring Hut.